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Modernize Home Services is seeking a driven and adaptable Director of Account Management & Customer Success to fuel success and growth for a team of Account Managers (AM) and our customers within our rapidly growing business.

This role is more than just account management; it involves strategic leadership of our AM team while nurturing relationships with Home Services Companies generating $1M-$15M in annual revenue. You will be a key leader and revenue driver within Modernize, responsible for building, supporting, and leading a high-performing account management and customer success team. This role is instrumental in shaping and executing our customer success strategy, driving customer satisfaction, retention, and growth. You will oversee strategic relationships with our most valuable SMB customers, identifying opportunities to expand the usage of our solutions and advocating for customers' needs within Modernize.

As a subject matter expert on Modernize’s digital marketing and call technology delivery solutions, you will focus on building strong, strategic relationships that drive account growth, identify revenue-accretive opportunities, ensure ROI, and increase customer satisfaction. The ideal candidate is a results-oriented leader who combines a deep understanding of customer success with a passion for growing accounts, ensuring that our customer success strategy directly impacts Modernize’s revenue goals.

 

Responsibilities

• Revenue Growth: Own and drive revenue growth within existing SMB customer department by identifying opportunities to expand and deepen service adoption and usage. Collaborate closely with AM team and customers to understand their evolving needs, positioning Modernize solutions as essential to their success.
• Retention & Renewal: Structure and champion customer retention strategies that expand service usage, maximize contract renewals, and mitigate churn/attrition. Develop long-term partnerships that result in increased customer lifetime value (CLV) and net revenue retention (NRR).
• Strategic Account Planning: Develop and execute strategic account plans tailored to each customer’s goals, focusing on increasing product adoption, expanding usage, and uncovering new revenue streams. Work directly with Inbound and Outbound Sales to ensure a seamless customer journey from onboarding to renewal.
• Consultative Solutions: Meet with customers and owner operators to present and gain commitment to optimized campaign solutions.
• Networking & Recommendations: Network within our account base to provide key recommendations, testimonials, and case studies to stakeholders.
• Business Reviews & Customer Engagement: Conduct business reviews with customers to highlight ROI, discuss growth opportunities, and reinforce the strategic value of Modernize solutions. Engage regularly with key stakeholders at all levels to align objectives and secure mindshare for new initiatives.
• Team Leadership: Build and lead a high-performing customer success team. Structure replicable process and mentor team members on best practices for account management, strategic growth planning, customer engagement, and retention.
• Cross-Department Collaboration: Work with marketing, sales, product, and engineering to ensure high standards of service across the organization. Advocate for customer needs internally to drive product innovation and improve customer experiences.
• Mastery of Solutions: Demonstrate expertise in our solutions and operational processes.
• Data-Driven Insights: Leverage customer data to identify trends, assess account health, and make proactive recommendations that drive revenue. Regularly report on key metrics related to revenue growth, customer satisfaction, and adoption/organic growth.
• Metrics Tracking: Accurately forecast and track key account metrics.
• Performance Reporting: Prepare and deliver ongoing account performance reports.
• Program Development: Design and implement scalable customer success programs that drive revenue growth through deeper product adoption, customer education, and value realization strategies.
• Customer Advocacy: Ensure that you and your team act as the voice of the customer, advocating for product features and improvements that drive both customer success and account expansion.

Requirements

• Experience: 5+ years in customer success, account management, or related roles within the SaaS industry, with a proven record of accomplishment of driving revenue growth and achieving growth targets.
• 3+ years in a leadership role is preferred.
• Hands-on Leadership: Demonstrated willingness to engage in all aspects of customer success and account management, providing hands-on guidance to ensure team and customer success.
• Customer-centric: Unwavering attention to customer needs, with the ability to develop tailored solutions that drive value for both Modernize as well as our customers, build trust, and foster long-lasting relationships.
• Revenue Mindset: A competitive, revenue-focused mindset with a proactive approach to identifying and developing opportunities to drive revenue within customer accounts. Ability to shape strategies that support customer growth and retention.
• Analytical Skills: Strong data analysis and analytical skills, with experience using business intelligence tools like Tableau preferred to forecast, inform decision-making, identify growth opportunities, and track revenue-related metrics.
• Technical Proficiency: Strong Excel and Salesforce skills.
• SFDC and customer success software to manage accounts, track customer health, and drive engagement.
• Industry Knowledge: Experience in lead generation/digital demand generation marketing is a strong plus. Experience in the home improvement industry (e.g., windows, HVAC, solar, roofing) is also a plus.
• Presentation Skills: Highly developed presentation skills preferred.
• Communication: Exceptional verbal and written communication skills, capable of conveying complex ideas clearly and building trust with diverse stakeholders, including your team, cross functional teams, internal executives, and executive-level customers.
• Business Acumen: Strong business acumen, with the ability to operate under pressure and make business-critical decisions daily. Strong understanding of recurring revenue models, CLV, NRR, and growth strategies.
• Track Record: Proven success within team environment at delivering value propositions and guiding clients through onboarding to partnership maturation. Ability to develop strategic account plans that align customer success initiatives with revenue generation. Experience managing high-value customer relationships to deliver impactful results.
• Adaptability: Able to thrive in an environment of change and uncertainty.
• Detail Orientation: Process-oriented with the ability to effectively prioritize workload. Persistent and assertive in pursuing opportunities to drive customer growth and ensure that all initiatives and strategies reach their full potential.
• Client Management: Capable of handling client emotions and objections positively and solutions based.
• Education: Bachelor's degree preferred.
• We are looking for an executive candidate who is eager to build, learn and grow, can adapt to new challenges, and possesses the soft skills necessary to hit the ground running with minimal oversight. If you are passionate about delivering excellence and driving success in a dynamic environment, we want to hear from you.